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Topics - AndyS

Pages: [1]
1
Running QueueMetrics / Does QM use the first or last configuration.properties value if there are dups?
« on: April 10, 2009, 19:49:39 »
The configuration.properties that ships with QM 1.5.1 has two entries for default.useEndingChannelName.  The first entry is set to true, and the last entry is set to false.  Which of these entries is used?  We want to remove the duplicate but don't want to risk messing with the current configuration settings.

Regards, Andrew.

2
Improving QueueMetrics / WishList: Option to disable per-queue ADDMEMBER/REMOVEMEMBER
« on: April 10, 2009, 17:41:17 »
We'd like to move from AGENTCALLBACKLOGIN/LOGOFF to ADDMEMBER/REMOVEMEMBER but we don't want the agents to have the ability to log on/off specific queues.  We would prefer the agent behaviour to remain the same as currently, where the administrator selects the appropriate queues for each agent, and the agent is forced to log on/off all assigned queues simultaneously.

Could you create a configuration.properties option that disables the "Agent's queues" drop-down in the Add Member/Remove Member popup screens, and instead performs the action as though the agent had selected "All Assigned" from the drop-down?  This would be a really useful feature for us, and would ease the migration to ADD/REMOVEMEMBER greatly.

An even better solution might be to have a default behaviour that allows only "All Assigned" behaviour, and to have a security key that enables queue-specific logon/logoff at the agent level.  This would allow us to enable queue-specific logon/off for super-agents and supervisors.

Regards, Andrew.

3
Running QueueMetrics / Agent security on realtime page.
« on: April 10, 2009, 17:26:37 »
QM 1.5.1

We are running QM in a call center that has a number of different customers.  We are using security keys to isolate customers from each other, and that is working great, with one exception.

Even if we set a security key at the agent level, if you press the "Show any agent" button on the realtime it will show all agents, irrespective of their security key.  This means customers are able to see all agents logged into the system instead of just the agents associated with that particular customer.

On another note, we tried setting the "realtime.members_only.buttonEnabled" value to false, but it does not appear to make a difference, even across a QM service restart (and user logoff/logon).  If this button worked it would mask the problem, but because the admins use the "Show any agent" feature we'd prefer not to have to use this setting if possible - we'd rather use security keys to show appropriate agents.

Regards, Andrew.

4
Running QueueMetrics / Disposition codes not being processed properly
« on: April 09, 2009, 19:55:09 »
QM 1.5.1.  Brand new install.

Agents are setting call dispositions in the agent page.  The disposition gets written to queue_log (see below) but generally does not then show up in Queuemetrics.  Occasionally the entry does appear, but usually it doesn't.

Here's an example of the last few CALLSTATUS entries from queue_log:
Code: [Select]

1239236723|1239026112.178|NONE|Agent/1101|CALLSTATUS|cb
1239241615|1239228130.861|NONE|Agent/1103|CALLSTATUS|ci
1239282594|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239285039|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239294725|1239292728.2|NONE|Agent/1102|CALLSTATUS|icr
1239294754|1239286186.972|NONE|Agent/1102|CALLSTATUS|ci
1239297838|1239295789.56|NONE|Agent/1100|CALLSTATUS|icr


For each call in the list above (note that one call has two CALLSTATUS entries) here's what happened:
1. (1239026112.178) No - 8 attempts
2. (1239228130.861) No - 1 attempt
3. (1239030728.189) Yes - 8 attempts.  1st attempt was stored
4. (1239292728.2) Yes - 1 attempt
5. (1239286186.972) No - 1 attempt
6. (1239295789.56) No - 1 attempt

Can anyone shed some light on this?
Regards, Andrew.

5
Running QueueMetrics / Agent logged off, but Asterisk failed to process the logoff.
« on: February 24, 2009, 01:04:16 »
QM 1.5.1 / Asterisk 1.4.22-rc5.

Agent logged off using "Log off" button in agent panel, however he still showed as logged in within Asterisk.  Logs show that Asterisk was trying to call that extension at the same time - perhaps this is related?  I manually logged the agent off but the customer is concerned about this event.


[Feb 23 14:01:57] VERBOSE[16969] logger.c:   == Manager 'admin' logged on from 127.0.0.1
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:1] Answer("Local/21@queuemetrics-2acd,2", "") in new stack
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:2] NoOp("Local/21@queuemetrics-2acd,2", " "QM: Logging off Agent/8109" ") in new stack
[Feb 23 14:01:57] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:3] System("Local/21@queuemetrics-2acd,2", "asterisk -rx "agent logoff Agent/8109"") in new stack
[Feb 23 14:01:57] VERBOSE[16972] logger.c:     -- Executing [10@queuemetrics:1] Answer("Local/21@queuemetrics-2acd,1", "") in new stack
[Feb 23 14:01:57] VERBOSE[16972] logger.c:     -- Executing [10@queuemetrics:2] Wait("Local/21@queuemetrics-2acd,1", "10") in new stack
[Feb 23 14:01:57] VERBOSE[4314] logger.c:     -- Remote UNIX connection
[Feb 23 14:01:57] DEBUG[15295] chan_agent.c: Hungup, howlong is 0, autologoff is 0
[Feb 23 14:01:57] VERBOSE[15295] logger.c:   == Spawn extension (ext-queues, 8161, 20) exited non-zero on 'SIP/67.16.113.13-b79918c0'
[Feb 23 14:01:57] VERBOSE[15558] logger.c:   == End MixMonitor Recording SIP/67.16.113.13-b79918c0
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'dial'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'exten-vm'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-dial, s, 7) exited non-zero on 'Local/8109@from-internal-1f22,2'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [h@macro-dial:1] Macro("Local/8109@from-internal-1f22,2", "hangupcall") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:1] ResetCDR("Local/8109@from-internal-1f22,2", "w") in new stack
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: ResetCDR
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:2] NoCDR("Local/8109@from-internal-1f22,2", "") in new stack
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: NoCDR
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:3] GotoIf("Local/8109@from-internal-1f22,2", "1?skiprg") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,6)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:6] GotoIf("Local/8109@from-internal-1f22,2", "1?skipblkvm") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,9)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:9] GotoIf("Local/8109@from-internal-1f22,2", "1?theend") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Goto (macro-hangupcall,s,11)
[Feb 23 14:01:57] DEBUG[15492] app_macro.c: Executed application: GotoIf
[Feb 23 14:01:57] VERBOSE[15492] logger.c:     -- Executing [s@macro-hangupcall:11] Hangup("Local/8109@from-internal-1f22,2", "") in new stack
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-hangupcall, s, 11) exited non-zero on 'Local/8109@from-internal-1f22,2' in macro 'hangupcall'
[Feb 23 14:01:57] VERBOSE[15492] logger.c:   == Spawn extension (macro-hangupcall, s, 11) exited non-zero on 'Local/8109@from-internal-1f22,2'
[Feb 23 14:01:57] VERBOSE[16963] logger.c:   == Manager 'admin' logged off from 127.0.0.1
[Feb 23 14:01:58] VERBOSE[16973] logger.c:     -- Remote UNIX connection disconnected
[Feb 23 14:01:58] VERBOSE[16970] logger.c:     -- Executing [21@queuemetrics:4] Hangup("Local/21@queuemetrics-2acd,2", "") in new stack
[Feb 23 14:01:58] VERBOSE[16970] logger.c:   == Spawn extension (queuemetrics, 21, 4) exited non-zero on 'Local/21@queuemetrics-2acd,2'
[Feb 23 14:01:58] VERBOSE[16972] logger.c:   == Spawn extension (queuemetrics, 10, 2) exited non-zero on 'Local/21@queuemetrics-2acd,1'
[Feb 23 14:02:00] VERBOSE[16969] logger.c:   == Manager 'admin' logged off from 127.0.0.1
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16990] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:01] VERBOSE[16990] logger.c: Found
[Feb 23 14:02:01] NOTICE[16990] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'sendcron'
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] VERBOSE[16992] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:01] VERBOSE[16992] logger.c: Found
[Feb 23 14:02:01] NOTICE[16992] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'sendcron'
[Feb 23 14:02:02] VERBOSE[16990] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:02] VERBOSE[16992] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17017] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:02] VERBOSE[17017] logger.c: Found
[Feb 23 14:02:02] NOTICE[17017] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'listencron'
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager_additional.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/manager_custom.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] VERBOSE[17019] logger.c:   == Parsing '/etc/asterisk/users.conf': [Feb 23 14:02:02] VERBOSE[17019] logger.c: Found
[Feb 23 14:02:02] NOTICE[17019] manager.c: 127.0.0.1 tried to authenticate with nonexistent user 'updatecron'
[Feb 23 14:02:03] VERBOSE[17017] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:03] VERBOSE[17019] logger.c:   == Connect attempt from '127.0.0.1' unable to authenticate
[Feb 23 14:02:16] VERBOSE[4594] logger.c:     -- Unregistered SIP '8109'


What can we do to prevent this happening in the future?

Regards, Andrew.

6
General Asterisk configuration / "Configuring URLs to be launched by the agent real-time page" with FreePBX
« on: February 21, 2009, 17:30:25 »
The section "Configuring URLs to be launched by the agent real-time page" describes a modification to the dial plan to support a URL launch feature for agents.  We use FreePBX, which manages that part of the dial plan.  Is there another way this can be achieved?

Regards, Andrew.

7
Scripting QueueMetrics / Audio Filenames from DetailsDO.CallsOK(raw)
« on: February 12, 2009, 06:49:36 »
I have a customer that needs a report of all completed calls.  I've got the XML-RPC interface working correctly and it's returning most of the data I need, but they need the filename of the audio recording of each file.

How can I get this included in the result set of my API call?

Andrew.

8
Running QueueMetrics / Popup in Queue Details not working
« on: November 07, 2007, 02:24:44 »
This used to work just fine.

Now we're getting the 404 shown below.  I restarted QM a couple of times but it doesn't make any difference.  We're running 1.4.0 on tribox 2.2.

The error occurs when you select the magnifying glass icon on a record in Queue Details.  It happens for every record I've attempted to select.  The popup box opens but after a timeout the 404 occurs.

Any ideas?



HTTP Status 404 - /qm/$WEBAPP/sys_errore.jsp

--------------------------------------------------------------------------------

type Status report

message /qm/$WEBAPP/sys_errore.jsp

description The requested resource (/qm/$WEBAPP/sys_errore.jsp) is not available.


--------------------------------------------------------------------------------

Apache Tomcat/5.0.28




Andy.

9
General Asterisk configuration / blindxfers not being logged in queue_log
« on: July 21, 2007, 03:05:37 »
Can anyone tell me how the TRANSFER entry is written to queue_log?  I have an installation that uses ## for blindxfer, and when the transfer is made (successfully) it doesn't write anything to queue_log.  This is causing problems in QM.

Andy.

10
General Asterisk configuration / Agent-View problem
« on: April 30, 2007, 16:19:37 »
I'm using dynamic agents.

I did the mod that allows them to appear in QM's realtime monitoring and stats.  Everything seems to work just fine.

I have a problem with the Agent-View screen - calls that the agent receives do not display on his screen.  He can log in just fine, and it shows when he's logged in or out of the queue, but no call data ever appears.

Anyone have any ideas?

Andy.

11
General Asterisk configuration / Barge function.
« on: April 30, 2007, 16:15:57 »
I had some trouble getting Barge to run because of permissions on the call-file.
- Because tomcat is running as root the file was created with 644 and root/root.
- I did some research and apparently Asterisk doesn't like files to be created or copied into spool/asterisk/outgoing because it could pick up the file while it's being written to.  I saw a number of posts that said you should create it elsewhere and move it in.

Both these issues are reported to generate the "Permission denied, deleting" error that I was seeing from Asterisk.
The full error message is: "[chan_phone.so]<date> WARNING[2471] pbx_spool.c:Unable to open /var/spool/asterisk/outgoing/QM-1234567890.call: Permission denied, deleting"

I ended up using the Monitor URI (using the QM userid/password) instead and then I was able to generate calls, but there was no audio.


I did some more research and found that it couldn't see the extensions - the 'sip' context defined in the callfile.monitoring.channel property doesn't exist.  I'm running TrixBox 2 and so I changed the context to 'ext-internal'.

I still couldn't hear audio.  I noticed that QM_AGENT_CODE was being rewritten as Agent/<ext> (I had to do the mod to allow the rewrite to take place so that the dynamic agents would appear in QM) which doesn't really exist.  I changed the ChanSpy command to use QM_AGENT_EXT instead of QM_AGENT_CODE and prepended it with "SIP/" and now I can hear audio and everything works just fine.

The only real issue now is that this won't work for non-iax agent extensions (our softphones connect via IAX because of firewall issues).  It would be great to get a more robust fix for this at some point  :) .

Thanks for the great product.

Andy.

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